Ana Grant
Summary
Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Leased Housing Inspection Assistant position. Ready to help team achieve company goals.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
508 Customs & Collision Inc.
01.2021 - Current
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Kept accurate records to document customer service actions and discussions.
- Created and reviewed invoices to confirm accuracy.
- Took ownership of customer issues and followed problems through to resolution.
- Researched and corrected customer concerns to promote company loyalty.
Office Manager
Advanced Group LLC
02.2017 - 12.2021
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Updated reports, managed accounts and generated reports for company database.
- Maintained computer and physical filing systems.
- Compared vendor prices and negotiated for optimal savings.
- Developed standard operating procedures for all administrative employees.
- Managed office operations while scheduling appointments for department managers.
- Sourced vendors for special project needs and negotiated contracts.
- Prepared meeting rooms and materials and recorded important information.
- Updated reports, managed accounts, and generated reports for company database.
- Coordinated special projects and managed schedules.
- Evaluated employee records and productivity and submitted evaluation reports.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Reported to senior management on organizational performance and progress toward goals.
- Created, maintained and updated filing systems for paper and electronic documents.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
Customer Service
Amica Mutual Insurance Company, Linc
05.2006 - 04.2012
- Developed customer service scorecards to measure customer service performance.
- Provided outstanding customer service.
- Met customer service objectives by providing superior customer service to Portuguese & Spanish -speaking customers.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Developed a deep understanding of customer service principles and customer service best practices.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Assessed customer needs and recommended suitable insurance policies.
- Completed customer applications and updated records to reflect current information.
- Trained new customer service representatives on best practices, policies and procedures.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Adhered to underwriting, rating and compliance criteria and guidelines to determine associated financial risks.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Assisted customers with completing insurance documents to avoid missed information.
- Processed and recorded new policies and claims.
- Modified, updated and processed existing policies.
- Posted payments to accounts and maintained records.
- Collected premiums and issued accurate receipts.
- Communicated effectively with staff members of operations, finance and clinical departments.
Education
High School Diploma -
Bristol - Plymouth Regional Technical School
Taunton, MA06.2001
Skills
- Team Management
- Budgetary Planning
- Office Management
- Report Preparation and Analysis
- Staff Training
- Cash Flow and Reconciliation
- Account and Ledger Reconciliations
- Fleet Dispatching
- Profit and Loss Statements
- P&L Responsibility
- Sales Tax Filings
- Preparing Proposals
- Year-End Reconciliation
- Data Communications
- Accounts Payable and Receivable Auditing
- Office Supplies and Inventory
- Sorting and Delivering Mail
- Volunteer Relations
- Client Correspondence
- Deposit Collection
- Intuit QuickBooks
- Financial Management and Reporting
- Inquiry Requests
- Monthly Closings
- Invoice and Payment Tracking
- Friendly and Relatable
- Income Statements
- Adaptable and Resilient
- Employee Motivation
- Managing Appointments
- Skilled in Microsoft Office
- Documentation
- Information Security
- Account Management
- Audit Support
- One Call Resolution
- Workflow Management
- Call Center Operations
- Training and Mentoring
- Technical Support
- Regulatory Compliance
- Handling Escalations
- Schedule Coordination
- Sales Promotion
- Project Management
- Staffing Coordination
- Complaint Resolution
- Call Monitoring
- Relationship Building
- Turnover Minimization
- Adherence to High Customer Service Standards
- Decision-Making
- Customer Service
- Proficient in Quickbooks
- MS Office
- Customer Relationship Management Software (CRM)
- Exceptional Interpersonal Communication
- Time Management
- Customer-Focused
- Customer Relations
- New Hire Training
- Deadline-Oriented
- Budgeting and Finance
- Sales Expertise
- Microsoft Outlook, Word, and Excel
- Exceptional Telephone Etiquette
- Team Building and Leadership
- Meticulous Attention to Detail
- Exceptional telephone etiquette
- Cash Handling
- Personnel training and development
- Budgeting and reporting
- Excellent time management skills
- Schedule Management
- Customer-focused
- Effective problem solver
- Sales proficiency
- Account updates
- Microsoft Outlook, Word and Excel
Languages
Portuguese
Native or Bilingual
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Manager
508 Customs & Collision Inc.
01.2021 - Current
Office Manager
Advanced Group LLC
02.2017 - 12.2021
Customer Service
Amica Mutual Insurance Company, Linc
05.2006 - 04.2012
High School Diploma -
Bristol - Plymouth Regional Technical School